What are the responsibilities and job description for the Incident Manager position at TATA Consulting Services?
Major Incident Manager
- Prioritize incidents based on impact and urgency, as well as assessing resources and capacity
- Act as the single point of contact for Service Desk, Resolver Groups, Business and Leadership for overall management of outage incidents (P1 / P2)
- Identify and classify incidents based on business and operational impact
- Define and send communication updates to Leadership and Business at regular intervals on resolution progress made on outage incidents
- Captain the MIM War Room calls
- Proactive co-ordination of incidents through to resolution and recovery
- Escalate to 3rd party vendors or Leadership to get necessary support / approvals
- Work closely with Problem Management to ensure accurate RCAs are performed
- Work closely with Operations team to ensure permanent fixes are applied and eliminate recurring issues
- Analyze recurring issues / outage and proactively recommend improvement solutions to Problem Management
- Share recommendations and observations with the process owners and assist with the implementation of changes to process, if required
- Analyze relevant data and generate reports and recommendations for continued Operational and Service resilienceSkills :
- IT infrastructure and Major Incident background
- Ability to comprehend complex technical architecture diagram and understand the environment setup
- Worked as an infrastructure administrator for 3 years (preferred)
- Must demonstrate critical thinking and strong problem-solving skills during high pressure scenariosSalary Range- $90,000-$100,000 a year#LI-SP3
Salary : $90,000 - $100,000
